Widerrufsrecht
Effective Date: January 2025
Thank you for shopping at Lumerins.
We aim to provide high-quality products and excellent customer service.
If you are not satisfied with your purchase, this Return & Refund Policy explains your rights and how we can assist you.
By placing an order with us, you agree to the following terms.
1. Order Cancellations
If you need to cancel or modify your order, please contact us within 24 hours of placing it:
📧 info@getlumerins.de
After 24 hours, your order may have already been processed or shipped, and we may not be able to cancel or make changes.
2. Returns
Because our products fall under personal-use, hygiene, and health categories, we can accept returns only if the product is unused, unopened, and in its original condition and packaging.
To be eligible for a return:
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The item must be in the same condition that you received it.
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It must be unused and in unopened packaging.
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You must contact us within 30 days of delivery.
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A receipt or proof of purchase is required.
Return shipping costs are the responsibility of the customer unless the product is defective or incorrect.
To request a return, contact:
📧 support@lumerins.de
We will provide return instructions and the return address.
3. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or you received the wrong product, we will gladly replace it at no additional cost.
Please contact us within 30 days of delivery with:
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Your order number
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A description of the issue
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Photo or video evidence of the problem
Once verified, we will issue a replacement free of charge.
Note: Replacement items cannot be refunded or exchanged.
4. Refunds
Refunds may be issued in the following situations:
✔ If your return is approved and the product is returned to us unused and unopened
You will receive a refund to your original payment method.
✔ If your order has not been shipped yet and cancellation was requested within 24 hours
Refunds typically take 5–10 business days to appear depending on your bank or payment provider.
❌ Refunds Are Not Granted For
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Used, opened, or damaged items not caused by our handling
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Items returned without contacting customer support
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Orders where the customer provided an incorrect shipping address
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Delays caused by customs, carriers, or external factors
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Packages marked as delivered but claimed as not received
5. Packages Lost in Transit
If your package is lost during transit, we will open a claim with the carrier.
A replacement will be issued if:
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The carrier confirms that the package is lost
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Tracking has not updated for 21 days (EU orders)
Please contact us at:
📧 info@getlumerins.de
6. Incorrect Shipping Address Provided
Customers are responsible for entering the correct shipping information.
Orders with incorrect addresses cannot be refunded once shipped.
We recommend contacting us immediately (within 24 hours) if you notice an error.
7. Late or Missing Refunds
If you have not received your refund after 10 business days:
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Check with your bank or credit card provider
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Contact your payment provider
8. Exchanges
We do not offer traditional exchanges due to hygiene and product safety standards.
However, defective or incorrect items will be replaced at no cost.